HarborMaster Drydocks receives hundreds of support requests daily, ranging from general inquiries to specific technical issues. Managing these tickets manually was time-consuming and prone to errors. With Deskhero, they were able to automate ticket management using AI. The system categorizes and prioritizes tickets based on their content, ensuring that urgent issues are addressed promptly.
Deskhero's AI capabilities also enhance the response process. By leveraging OpenAI Embeddings from previous tickets, knowledge base articles, and uploaded files like policies and manuals, Deskhero generates suggested replies. This feature significantly reduces the time spent on crafting responses, allowing the support team to handle more tickets within a shorter period.
The comprehensive search bar powered by AI enables the support team to find relevant content quickly. Whether it's a previously solved ticket or a specific section in the manual, the AI-enhanced search results ensure that the necessary information is just a few clicks away.
Deskhero's knowledge base is another valuable resource for HarborMaster Drydocks. The AI can generate articles from Word, PowerPoint, PDF files, and even scrape data from the company's website. This feature makes it easy to keep the knowledge base up-to-date with the latest information.
Overall, Deskhero's AI capabilities have significantly improved the efficiency and effectiveness of HarborMaster Drydocks' customer support. They are now able to provide faster and more accurate responses, leading to higher customer satisfaction.
How does Deskhero's AI categorize and prioritize tickets?
Deskhero's AI uses OpenAI Embeddings to understand the content of the tickets. It then categorizes and prioritizes them based on their urgency and relevance.
How does Deskhero generate suggested replies?
Deskhero uses OpenAI's ChatGPT to generate suggested replies. It leverages embeddings from previous tickets, knowledge base articles, and uploaded files to create relevant responses.
How does Deskhero's AI enhance the search results?
Deskhero's AI uses OpenAI Embeddings to understand the query and find relevant content from previous tickets, knowledge base articles, and uploaded files. This ensures that the search results are accurate and relevant.
* This article provides an example of how a fictive company in the Drydock and shipyard maintenance services industry is using Deskhero. Sign up now for free to discover how it can benefit your own organization.
